Application Support Analyst (Amsterdam)

Netherlands

Description

Polaris is seeking a highly motivated and resourceful individual to join our Amsterdam Application Support team. The ideal candidate will be excited about learning new technologies, has a can-do attitude, is result driven, and brings the ability to rapidly learn. The Application Support Analyst provides our customers with proactive and efficient support service in the resolution of technical support tickets for our software systems.

Responsibilities

Demonstrate the highest standards of customer care by effective communication, reporting, and handling of all customer technical and functional issues, or dealings with the Support Team

Support customers by answering queries regarding our suite of software products verbally and in writing

Own customer issues from beginning-to-end resolution

Follow and ensure that the support processes and procedures are followed

Manage customer expectations

Internal escalation management

Determine the nature and the severity of the problem reported as per our predefined definitions.

Identify the scope and boundaries of the problem

Lead regular status report calls with client

Interact with development, product and IT infrastructure teams while managing different request types.

Identify areas for improvement in the software and processes

Keep accurate records of discussion or correspondence with customers

Specific Tasks Include:

Develop and maintain trust with clients

Lead regular conference calls with clients

Provide after hours emergency support as part of an after hours schedule

Build out and maintain knowledgebase of application-specific processes, known errors and other relevant documentation

Maintain and update customer contact information for off-hours support team, in event of a production down situation

Ticket resolution, to meet SLA commitments

Ticket management as per ITIL principals

Requirements

Qualifications

University degree – preferably in Information Technology

0 to 3 years of experience – preferably in IT application support

Knowledge of ITIL v3 Fundamentals, certification is not required but is a plus

Benefits

We offer you a career

While we will offer you a specific role (your starting role will be determined based on your experience), it is our goal to offer you a career. With our strong focus on personal development, we want to help you continue to grow as a professional as well as within our organization. Our model comprises of six roles: analyst, consultant, senior consultant, project manager, director, and partner. It is our goal to help you progress through these steps.

In addition, we strongly believe that being part of a small and growing team provides a great degree of freedom and independence that will result in an enjoyable and unparalleled learning experience.

Specifically we offer:

Very attractive salary and benefits (competitive within the consulting industry)

An open company culture – not hierarchical

An attractive job location, working from our headquarters in Amsterdam on the Zuidas

The opportunity to temporarily work from our headquarters in New York as part of our secondment program

The opportunity to work in a growing start-up environment – with plenty of room for ingenuity

A career management program tailored to your development needs

The opportunity to learn from experienced colleagues with backgrounds in consulting and IT, who have worked for companies such as McKinsey, BCG and Accenture

The possibility to specialize in the fields of consulting, IT, and Life Sciences